When you contact us for information, advice or services a record of that contact is made. This is to help both you and us remember what we have talked about, agreed and decided to do.

What does my record contain?

Important information about you including your name and address, and information about each time you get in touch with us. Your records also contain details of any difficulties you may have, who is helping you and what you have asked about.

Who can see my records?

Your records are seen and used only by those people who are helping you.

The Data Protection Act 1998 gives you the right to ask us if we hold any personal information about you and be given access to that information. You do not have to tell us why you want a copy of the information. It will not cost you anything to see your records.

Arranging to view your records

If you want to see your records make your request in writing to the Customer Advice Centre or complete an access to personal information request form (available to download on the right hand side of this page).

We will respond to you within 40 days of receiving your written request.

An appointment will be made at a suitable time for you, when your records will be available and where possible a member of staff will be there to explain things and to answer any questions you may have. You will be asked for proof of your identity prior to viewing your record.

What can I do when I see my records?

You can ask for a copy of any part of your records. You can point out any information that you think is wrong or might be a mistake. You can ask for it to be changed.

Helping us to find your information

Please try and tell us what information you wish to see and provide as many details as possible so we can identify your records.

Restricted information

There may be a small amount of information in your records which is exempt from disclosure to you. This could include:

• where the information on file identifies another person
• where a third party has supplied information which they regard as confidential
• where there are specific legal restrictions on the release of information.

We will advise you if there is any such information in your records which you would not be able to see.

Complaints

You can appeal against the decision to withhold information from you by writing to the Head of Corporate Services or by contacting: The Data Protection Commissioner, Wycliffe House, Water Lane, Winslow, Cheshire SK9 5AF tel: (01625) 545745.